Technical Support Representative Level I

Technical Support Representative Level I

We are seeking a Technical Support Representative Level I to join our team. In this role, you will be the first point of contact for customers, internal departments, and third-party vendors needing support with their access control and fire monitoring systems in commercial buildings. You will handle incoming phone calls and support tickets, manage access credentials, configure access control and visitor entry systems, and troubleshoot technical issues. This role involves troubleshooting, data entry, and strong communication and customer service skill.

Schedule is 3 - 11 pm Tuesday - Saturday or Sunday - Thursday. Pay rate is $20-22/hour plus benefits and paid time off.

All applicants applying for a position at Datawatch Systems must be willing to submit to a drug screening and criminal background check. E/O/E/M/F/V/D.

Location: Bethesda, MD

Travel: 0%

Salary Range: $20-22/hour

Responsibilities

• Process client requests by phone and support tickets for access card activations, deactivations, and modifications
• Adjust and maintain access control lock/unlock schedules per client requests
• Manage visitor entry systems, including Doorking, SES, and AlphaTouch
• Perform data entry to update alarm call lists, visitor lists, and system information
• Use analytical thinking to troubleshoot access control systems with the clients or technicians in the field
• Generate and provide reports to customers
• Accurately document customer interactions

Qualifications

• High school diploma or equivalent
• Strong problem solving and troubleshooting abilities
• Excellent data entry skills and attention to detail
• Outstanding customer service and communication skills, both verbal and written
• Ability to multi-task and work efficiently in a fast-paced environment
• Proficiency in using computer systems and software applications
• Previous call center, helpdesk, and/or customer service experience preferred

Benefits

Choice of Medical Insurance plans

Choice of two Dental Insurance Plans

Vision Insurance

Medical and Dependent FSA Accounts

Employer-paid 50K life insurance

401K Plan with discretionary employer contribution

Employee Assistance Program

Commuter and Parking Benefit

Voluntary life, Short-term Disability and Long-term Disability Insurance

Voluntary portable Accident, Critical Illness Insurance

Paid holidays, vacation, sick and personal leave

Annual Performance Evaluation and Salary Adjustment Consideration